Jira Service Management Engineer

We are seeking a tech-savvy person who likes to deep-dive into operations!

The JSM Engineer will play a critical role in implementing, customizing, and managing our Jira Service Management environment to improve our IT service delivery, incident management, and operational efficiency. This position requires a blend of technical expertise, project management skills, and a deep understanding of ITIL practices.

Our client is a leading telecommunications operator/fintech based out of Qatar, operating across several countries in Northern Africa, the Middle East, and Eastern Asia. We are building a greenfield mobile wallet financial venture with the ambition to become the local Revolut!

The core qualities of the JSM Engineer:

• Proficiency in Jira Service Management administration
• Strong understanding of IT service management processes
• Understanding SLDC, familiarity with agile methodologies
• Strong knowledge of ITIL and its application to IT service management
• Scripting language knowledge such as Python or JavaScript
• Excellent problem-solving skills and the ability to work independently as well as part of a team
• Demonstrated ability to manage multiple priorities and thrive in a fast-paced, deadline-driven environment.
  
• Outstanding communication skills, both written and verbal, with the ability to train and support users at various technical skill levels
• Fluent English (other languages are an advantage).

Why join Creative Dock

We are proud of our informal atmosphere. We maintain a flat structure and the working environment is shaped around project teams. We believe in career development. All that matters are your skills and desire to learn more. No diploma will ever secure you a place at Creative Dock.

What we need from the JSM Engineer:

• Work on the end-to-end implementation of Jira Service Management (JSM) within our internal squad, ensuring a seamless integration that enhances our IT service management capabilities.
• Design, configure, and customize JSM to fit our organization's specific needs, including setting up service desks, incident and problem management, service request management, asset management, change management, and other practices.
• Work closely with various stakeholders to gather and analyze requirements, ensuring that the JSM implementation aligns with business goals and IT service management best practices according to the ITIL framework.
• Facilitate requirement definition with users, guiding them in articulating their needs and translating these into technical requirements to ensure the JSM setup effectively addresses user demands and IT operational needs.
• Develop and maintain comprehensive documentation of JSM configurations, workflows, and procedures, ensuring clarity and ease of use for end-users and internal IT staff.
• Implement reporting and dashboard features within JSM to provide real-time insights into IT operations, service performance, and compliance with SLAs, aiding in continuous improvement efforts.
• Collaborate with IT security to ensure that the JSM implementation adheres to security policies and data protection regulations, safeguarding sensitive information and maintaining high standards of data integrity and security.
• Provide ongoing support and expert advice to users and the IT team, resolving any JSM-related issues promptly and efficiently to minimize disruptions to business operations.

Equal Opportunity Employer:

Creative Dock is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Creative Dock

We believe that ideas matter.

Our core business is creation by doing.